The opportunity
Our Customer Success team is committed to helping customers maximize the value of Asana as both a technology platform and a holistic approach to collaboration. From high touch to scalable success, our goal is to deepen the usage of the whole work graph, resulting in delivering…
What you'll do
Digital Program Execution: Design, build, and refine campaigns and journey orchestrations in tools like Iterable, Outreach, Pocus, and Trig. Define lifecycle stages, trigger logic, and intervention sequencing while building and validating audiences in the CDP to ensure sound data quality before launch.
Program Governance & Quality: Maintain program governance through weekly checks, reviewing active journeys, flagging anomalies, and ensuring live programs reflect current business strategy.
Vendor Partnership Management: Own the day-to-day management of vendor partnerships, running standing cadences, tracking performance against KPIs, and handling escalations to align delivery with Scaled CS goals.
Playbooks & Enablement: Maintain and update playbooks to reflect changes in the Scaled motion. Build and review enablement materials to equip the Customer Success team to execute programs effectively and consistently.
Scaled Content Delivery: Plan and execute webinars and scaled content assets that deepen adoption and drive customer engagement, coordinating across Marketing and CS to align with overall strategy.
Commercial & Cross-Functional Alignment: Collaborate across Customer Success, Sales, Revenue Operations, Revenue Analytics, Marketing, Enterprise Technology, and Product Engineering to ensure programs reflect ground-level account reality and resolve data questions proactively.
What they're looking for
- Demonstrates curiosity about AI tools and emerging technologies, with a: willingness to learn and leverage them to enhance productivity, collaboration, or decision-making.
- + years of experience in Customer Success, CS Operations, or Marketing: Automation, with at least 2 years building digital programs in a B2B SaaS environment.
- Proven ability to design, build, and run customer journey orchestrations in: tools such as Iterable, Outreach, Gainsight, or similar, including lifecycle stage definition, trigger logic, and audience management.
- Strong program build discipline with experience maintaining playbooks,: managing governance processes, and ensuring quality before programs go live.
